Terms & Conditions

By booking any of London Cleaning Agency Ltd services, either through our website’s booking form, e-mail, fax or phone, the Client (customer, you) agrees to be bound to these Terms and Conditions.
Any part of these Terms and Conditions may be changed at any time without notice. You are advised to read them before entering into an agreement with London Cleaning Agency Ltd (us) and regularly afterward and agree to be bound to the current version. Last update 23/11/2010.

Regular Domestic and Commercial cleaning

London Cleaning Agency Ltd provides regular cleaning services at the rate of £10 per hour for regular weekly domestic cleaning, £10 for regular fortnight domestic cleaning and £12 for regular commercial cleaning, exclusive of cleaning materials, on condition that the Client engages a cleaner for a minimum of 3 hours per visit at least once a week or fortnightly for domestic cleaning; 2 hours per week for commercial cleaning; for a period of no less than four weeks. Monthly (once a month) cleaning is regarded as one-off cleaning service and is provided at the rate of £13 per hour, exclusive of cleaning materials.

The Client understands and agrees that the quoted price includes cleaning and ironing labour only. Steam Carpet and Upholstery cleaning are not included and can be booked as separate services. Interior Window cleaning is included in the service upon request from the client, who must inform the cleaner about this task and must allow enough time for the task to be completed.
The Client agrees to provide a list of tasks and all cleaning materials and equipment necessary for the work required, which must be safe and in full working order. London Cleaning Agency provides cleaning materials upon request for which a separate service charge of £2 per hour applies.

We do not provide cleaning equipment for regular domestic cleaning.
London Cleaning Agency provides cleaning materials and equipment for regular office and commercial cleaning at the rate of £6 per hour.
Any estimate given initially is based on the average time it takes to clean a home or a commercial premise of a similar to the customer's size, yet the Client understands and agrees that a degree of flexibility may be required as, without an inspection of the premises, a completely precise quote cannot be provided.
When the Client requires an initial meeting with a cleaner before the first cleaning visit a written confirmation for booking of a service must be given to London Cleaning Agency prior to the visit.

One–Off cleaning

London Cleaning Agency Ltd provides End of Tenancy, Spring and After Builders cleaning services at the rate of £13 per hour per cleaner on condition that the Client engages a cleaner for a minimum of 5 hours per visit.
Cleaning materials and equipment are not included in the hourly rate and are provided separately upon request for £20 for cleaning materials only and £40 for the whole pack of cleaning materials and equipment.  
The Client understands and agrees that the quoted price includes cleaning labour only. Not included in the service are: wall, ceiling, curtains, balcony, patio, exterior windows and steam carpet/upholstery/curtains cleaning; moving and putting items back in cupboards/ wardrobes/drawers; removing, cleaning and putting back books on bookshelves; washing up and laundry. All of these services, excluding ceiling cleaning, are available upon request and will require additional time. The walls would be cleaned upon the Client’s requirement only if the type of paint allows, in cases where the cleaners consider that the walls cannot be cleaned without being damaged, they will not proceed with the service. The property must be vacated during the cleaning process.

Any estimate given initially is based on the average time it takes to clean a premise of a similar to the customer's size, yet the Client understands and agrees that a degree of flexibility is required as, without an inspection of the premises, a completely precise quote cannot be provided. You should acknowledge that an End of Tenancy, Spring and After Builders Cleaning (Post Construction Cleaning) (One-Off) cleaning of neglected premises require additional time for the cleaning work to be completed, sometimes up to three times longer than well maintained homes and business premises.

A separate charge of £10 applies if keys need to be collected from a third party address outside the postal code of the premises where work is to be carried out. If the Client requires an initial meeting before the cleaning visit, a written confirmation of booking of a service must be given to London Cleaning Agency prior to the visit.
London Cleaning Agency reserves the right to amend the initial quote, should the Client’s requirements change after a service has already been booked or the premise is in a worse condition than initially described by the Client.

Carpet /Upholstery/Curtains cleaning

London Cleaning Agency reserves the right to amend the initial quote, should the Client’s requirements change after a service has already been booked.
Confirmation and deposit of 50 per cent are required before work commences. Additional charge of £10 applies if keys need to be collected from a third party address outside the postal code of the premises where work is to be carried out. If the customer has a dog, cat or other hairy pet animal then an extra £10 will be added to the service price due to the extensive amount of animal hair slowing down the cleaning process, unless a different arrangement has been agreed with London Cleaning Agency. If the Client's premises are above the third floor of a building with no lift, there will be an additional charge of £10. Congestion charge (if the Client’s property falls within London Congestion Charge Zone) and parking charges (if not arranged by the Client) will be added to the final bill unless different arrangements have been made. All Carpet Cleaning prices are subject to a £50 minimum call out charge.

Payments and Refunds

A deposit of 50 per cent, when the quoted amount is more than £80, or the whole amount when less than £80, is required as a confirmation of booking for all cleaning services (except regular domestic and regular commercial cleaning). The deposit should be paid by bank transfer, payable to London Cleaning Agency Ltd, bank account details available upon request.

All outstanding balances for cleaning services carried out (except in cases where other arrangements have been made) are to be paid in cash, after completion of service. We do not accept cheque payments.

All payments for regular cleaning services are to be made in cash on the day of cleaning. Exceptions are the cases where other arrangements have been made between the Client and London Cleaning Agency Ltd.

15% administration fee of the total amount due will be applied on delayed payments, if not received within 10 days of receiving of an invoice, whether it is a hardcopy or electronically sent copy. If the amount remains unpaid 30 days after its due date, an additional 5% administration fee on the total amassed amount will be added for each month of delay. London Cleaning Agency Ltd has the right to collect its debts by any legal means; any fees and charges occurring from such a process shall be undertaken by the Client. London Cleaning Agency reserves the right to undertake legal procedures if a payment has not been received two months after its issue date.
London Cleaning Agency Ltd does not make refunds. The Client has a period of 24 hours to make a complaint if not satisfied with a cleaning job. Unless a good reason is given, the company will not consider any complaints which are notified after 24 hours of completion of a service. In case of complaint the Client must allow the cleaner to come back to the premise and re-clean until the Client is contended with the results, after which any outstanding balance is still to be paid to the company.

Claims

London Cleaning Agency Ltd has Public Liability insurance. The policy covers accidental damages caused by an operative working on behalf of London Cleaning Agency Ltd; however, there is £100 excess on damage claims. The Client understands and accepts that poor service, breakage/damage or theft must be reported within 24 hours after the service has been completed. Failure to do so will entitle the Client to nothing.
London Cleaning Agency Ltd insists that the customer or a customer's representative is present at the time of completion of the job so an inspection can be carried out and any corrections made on site on the same day. If the Client is not completely satisfied with the cleaning job, s/he must contact London Cleaning Agency Ltd within 24 hours after the completion of the service. London cleaning Agency Ltd will not consider any complaints which are reported after 24 hours from the service completion unless a good reason is being given for such delay. In the event of a complaint the Client agrees to allow London Cleaning Agency Ltd to send a cleaner back to the Client’s premises to re-clean any areas and items to the customer's satisfaction at no extra charge.

If the customer has arranged an inventory check then it must be scheduled within 24 hours after the cleaning job has been carried out; in this case the customer agrees that the cleaned premises will not be used in the meantime or that any used parts of the property will be considered when the inspection is carried out.
In case of damage London Cleaning Agency Ltd will repair the item at its cost. If the item cannot be repaired London Cleaning Agency Ltd will rectify the problem by crediting the customer with the item's present actual cash value toward a like replacement from a London Cleaning Agency Ltd’s source upon payment of cleaning services rendered. All fragile and breakable items, also highly valuable assets in the premises must be removed or secured. Items excluded from liability are: cash, jewellery, items of sentimental value (the customer will be credited with the items present cash value), art and antiques. Key replacement/locksmith fees are paid only if keys are lost by our operatives. There is a £20 per location liability limit.

London Cleaning Agency Ltd reserves the right not to be responsible for: delay of a cleaning visit due to traffic congestion or broken equipment, cleaning job not complete due to the lack of suitable cleaning materials and/or equipment in full working order, not being able to complete a cleaning service or the cleaning taking longer than initially quoted due to the lack of hot water and/or electricity - the Client is obliged to provide access to hot water and electricity throughout the cleaning process; third party entering or present at  the customer's premises obstructing the cleaning process; wear or discolouring of fabric becoming more visible once dirt has been removed; failing to remove old/permanent stains that cannot be removed using standard cleaning methods; existing damage or spillage that cannot be cleaned/removed completely using cleaning materials and equipment provided by the customer or standard cleaning detergents and equipment; any damages caused by a faulty or not in full working order materials/equipment provided by the customer; not being able to remove dirt/grease that has been ingrained in appliances and furniture over a long period of time, using standard cleaning materials and equipment; accidental damages worth £50 or less; any accidental damages caused by our cleaners if the customer has an unpaid balance owed to London Cleaning Agency Ltd.

Insurance cover excludes anything that might break down or stop working at any time, such as: kitchen appliances – dishwashers, washing machines, cookers, fridges, freezers etc and any other item of which instability the Client is already aware or for which instability the cleaners have found out in the process of cleaning, such as bathroom appliances and fixtures – mirrors, shower doors and screens, taps, toilet bowls and tops, bath tubes etc; other items such as doors, framework, tables, shelves, vacuum cleaners. The Client is obliged to notify the agency or the cleaner about appliances which are poorly fixed or not in full working order in order to prevent accidents.

A receipt of purchase of the damaged item is demanded in case a Client claims damages. Not well fixed or not secured damaged items will be considered on site. The Client must have a proof that the cleaner is responsible for the damage otherwise the claim will be treated as false and will not be considered.

Cancellation & Termination

Regular Domestic and Commercial cleaning

The Client may cancel a cleaning visit/s by giving at least 24 hours advanced notice. The Client may terminate the whole service by giving at least two week (14 days) advanced notice in writing and specifying the last cleaning date. The Client agrees to pay 60 per cent of the price of the cleaning visit if s/he cancels it less than 24 hours prior to the scheduled appointment. The Client agrees to pay the full price of the cleaning visit in the event of a lock-out caused by our cleaners being turned away; no one home to let them in; or problem with the customer's keys. If keys are provided they must open the lock without any special efforts or skills. The Client agrees to pay the full price of one cleaning visit in case of a termination of the service if the customer has given less than 24 hours notice in advance. The customer has the right to terminate the whole service by giving 24 hours notice before or immediately after the first cleaning visit only.

One-Off / End of Tenancy cleaning
Spring cleaning
After Builders (Post Construction) cleaning

The Client may cancel the scheduled cleaning job 24 hours prior to the agreed start time. The Client agrees to pay £20 cancellation fee per cleaner if s/he cancels or changes the date/time in less than 24 hours prior to the scheduled appointment. The Client agrees to pay £20 cancellation fee per cleaner in the event of a lock-out caused by our cleaners being turned away; no one home to let them in; or problem with customer's keys. If keys are provided they must open the lock without any special efforts or skills.

Carpet/Upholstery/Curtains cleaning

The Client may cancel the scheduled cleaning job 24 hours prior to the agreed start time. The Client agrees to pay 50% of the quote as a cancellation fee if s/he cancels or changes the date/time in less than 24 hours prior to the scheduled appointment. The Client agrees to pay 50% of the quote as a cancellation fee in the event of a lock-out cased by our cleaners being turned away; no one home to let them in; no water or electricity available at the customer's premises; or problem with the customer's keys. If keys are provided they must open the lock without any special efforts or skills. If an initial deposit has been paid to London Cleaning Agency Ltd then the customer agrees that deposit funds might be used to cover the cancellation fee.

All cleaning services

London Cleaning Agency Ltd reserves the right to cancel or re-schedule any arranged cleaning visit at any time. In an event of a cleaning visit being cancelled by us London Cleaning Agency Ltd will refund any payments received by the Client. In an event of a re-scheduled cleaning visit, all paying arrangements will proceed as usual.
London Cleaning Agency Ltd reserves the right to terminate any services provided with immediate effect if the Client breaches any part of these terms and conditions.

After Cancelation of a cleaning service

By entering into a Service agreement with London Cleaning Agency Ltd the Client agrees that after the cancellation of the whole cleaning service provided by us and after terminating the working relations with the agency, s/he will not use any cleaning services provided by or hire a present or past cleaner introduced to the Client by London Cleaning Agency Ltd. If the Client does wish to hire a cleaner or use cleaning services provided by such a cleaner then the Client must pay a referral fee of £1,000.

General

This agreement shall be governed by the laws of England and Wales. Therefore any English and Welsh court shall have exclusive jurisdiction to adjudicate any dispute which may arise out of any provision of this agreement.
If any part of this agreement is determined to be invalid or unenforceable pursuant to applicable law, then the invalid or unenforceable provision will be superseded by a valid, enforceable provision which most closely matches the intent of the original provision and in any event the remainder of the agreement shall continue in effect.